KHADRA IBRAHIM
Niagara Falls,On
Summary
To obtain a challenging position utilizing my skills and training with a broad range of responsibilities and opportunity for growth within a company. HIGHLIGHTS OF QUALIFICATIONS: Remarkable experience with administration of benefits programs Wide knowledge of employee benefit programs and requirements Amazing customer service, time management, multi-tasking and interaction skills Artistically Inclined, Excellent designer skills, excellent problem solver Able to work under pressure, Responsible and determined
Overview
22
22
years of professional experience
Work History
Morneau Shepell Benefits Representative/ Specialist
09.2010 - 02.2018
SENIOR CUSTOMER SERVICE REPRESENTATIVE
MORNEAU SHEPELL
01.2014 - 01.2018
- Processed Evidence of Insurability (EOI) forms in accordance with Client policies and procedures
- Researched and resolved client questions and problems regarding health insurance, life insurance, and employee benefits
- Established and maintained effective professional relationships with Clients by gaining their trust, confidence and respect
- Provided Tier 2 support to clients and their employees who contact the HR Service
- Center
- Worked closely with benefits providers to resolve eligibility errors
- Served as an employee advocate to benefit providers for claims issues
- Responsible for administration of HR/Benefit Administration Services Client's benefit programs during their annual open enrollment and throughout the year
- Collaborated with insurance carriers and consultants on benefit policy content and language ensuring clarity and consistency Benefits Specialist
- Investigate, Analyze and resolve customers dispute
CUSTOMER SERVICE REPRESENTATIVE
MORNEAU SHEPELL
01.2010 - 01.2014
- Reviewing billing system to verify patient's eligibility to receive medication and updating necessary information
- Manage email correspondences and telephone calls by promptly responding or redirecting if necessary
- Communicate and follow-up with team members regarding outstanding issues or client service management tickets
- Providing the employee with the leave packet with instructions specific to the type of leave for which the employee is applying
- Processed all benefit enrollments, qualifying life events, employee changes submitted by employees
- Collaborated with insurance carriers and consultants on benefit policy content and language ensuring clarity and consistency
- Calculated premiums and established payment method
- Assessed with transactions, including money transfer, deposits and withdrawals.
Administrative Assistant
Sears Canada Inc
09.2007 - 02.2008
Administrative Assistant
Sears Connect
01.2005 - 01.2008
- Handling of customer inquiries
- Responsible of collecting on past due accounts
- Arrangement of payments with customers
- Responsible for setting up new account
- Responsible for giving authorizations to sales people
- Responsible for training and new associates
Customer Service Representative
MasterCard Call Centre
01.2002 - 01.2005
- Handling of customer inquiries
- Responsible for the integrity of customer accounts (status, payments, personal info, and billing
- Involved in balance transferring between sears card and sears master card
- Involved in testing system platforms on TSYS
IIR Researcher
08.2001 - 08.2002
CGU Mail Clerk
01.2001 - 07.2001
GSC Customer Services
08.2000 - 01.2001
Mail Clerk
All Insures
06.1998 - 12.1999
Tribal eye Sales Associate
06.1996 - 11.1997
Education
Degree - Computer Graphics
International Academy of Design
2000
Degree - Interior Design Program
International Academy of Design
1999
Skills
- Client Relationships
- Customer Inquiry Response
- Administrative Duties
- Understanding Customer Needs
- Customer Service and Assistance
- Sales and Upselling
- Enrollment Assistance
- Requesting Deferments
- First-Tier Technical Support
- Team Goals
- Membership Inquiries and Renewals
- Administrative and Office Support
- Calm and Professional Under Pressure
- Investigate Claims
Timeline
SENIOR CUSTOMER SERVICE REPRESENTATIVE
MORNEAU SHEPELL
01.2014 - 01.2018
Morneau Shepell Benefits Representative/ Specialist
09.2010 - 02.2018
CUSTOMER SERVICE REPRESENTATIVE
MORNEAU SHEPELL
01.2010 - 01.2014
Administrative Assistant
Sears Canada Inc
09.2007 - 02.2008
Administrative Assistant
Sears Connect
01.2005 - 01.2008
Customer Service Representative
MasterCard Call Centre
01.2002 - 01.2005
IIR Researcher
08.2001 - 08.2002
CGU Mail Clerk
01.2001 - 07.2001
GSC Customer Services
08.2000 - 01.2001
Mail Clerk
All Insures
06.1998 - 12.1999
Tribal eye Sales Associate
06.1996 - 11.1997
Degree - Computer Graphics
International Academy of Design
Degree - Interior Design Program
International Academy of Design
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